We are seeking a Senior Analyst, Product Analytics who will mine product usage and customer behavior data for insights and communicate those findings back to the Product Development organization. We are looking for someone who has the technical skills to surface insights quickly, and the data storytelling skills to communicate those insights in a way that persuades action. You will be responsible for supporting leaders in Product Management, Product Engineering, Product Strategy & Operations, Product Design & UX Research, democratizing data & insights and conducting in-depth analysis to support product development decisions. You will join the Product Analytics team within the Product Development organization. This role will support the Al/ML Product team with understanding how our customers adopt AI and bot capabilities.
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Responsibilities
- Define problem statements and explore the data to understand who our customers are, how they get value out of Zendesk products, and where we can develop our products to improve retention and create even greater value over time
- Analyze the impact of new product features on customer behavior by defining and tracking key performance metrics, understanding key drivers and proactively surfacing insights to Product leadership
- Build business insights, reports and dashboards that will lead to better business decisions, product development prioritization and higher team productivity in a way that promotes a data-driven mindset for the Product organization
- Understand the business objectives of Product teams, gather clear requirements, develop SQL queries, perform analyses and develop insights to understand product usage, adoption and engagement trends
- Partner with the central data & analytics team and cross-functional analytics teams to drive standardization and consistency of product insights reporting across the entire company
Qualifications
- BS/BA or equivalent in a quantitative and/or business fields e.g., business analytics, economics, applied mathematics, statistics
- 2 - 4 years of experience in strategy consulting, data analytics, business intelligence, quantitative research, or related field (experience in Product Analytics a plus)
- Expert knowledge of SQL a must (experience with Google BigQuery a plus)
- Experience with Tableau, Looker, or similar data visualization tools
- Knowledge and practical application of advanced statistical analysis and mathematical modeling concepts and principles
- Exceptional structured problem solving, visualization and presentation skill
- Boundless intellectual curiosity - you are self-motivated and unafraid to ask questions in order to learn and grow
- Experience at fast growing and scaled B2B Tech companies a plus
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences-and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.
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